Client Service Advocate, Medical Information Services (Remote - Eastern Time Zone)

About ClearStar

ClearStar, Inc. is a leading provider of Human Capital Integrity technology-based services specializing in background, drug and occupational health screening. The company offers employers valuable employment intelligence to support better recruiting and decision-making by increasing the quality, reliability, and visibility of information. A seven-time Inc. 5000 honoree and founding member of the Professional Background Screening Association (PBSA, formerly NAPBS), ClearStar has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995. Since 2020, ClearStar has been a portfolio company of Hanover Investor Management, a London-based private equity firm. Hanover's investment process, which has been refined over decades of hands-on management of small to mid-size organizations, centers on a deep understanding of each portfolio company's operational and strategic context and market opportunities.

About This Role

H-1B Visa Sponsorship Not Available for this role.

Our Client Service Advocates (CSA) are ClearStar ambassadors to our clients. As a Client Service Advocate with our Medical Information Services (MIS) Team, you will serve as a direct point of contact for our customers and provide information, training, and resolution for reported issues. You will also:

• Direct interaction via phone and written communication
• Provide problem analysis, research, and resolution to external customers and to co-workers
• Utilize Salesforce Customer Relationship Management (CRM) application for case management
• Set-up drug screening accounts with laboratories and computer software
• Re-verify and match completed drug results for client reporting
• Perform random verification/screening selections for clients as needed
• Order drug test kits and custody and controls forms directly from manufacturer
• Review and approve third party vendor invoices for accuracy and payment
• Support and have knowledge of ClearStar’s platforms: Aurora, MIS Admin
• Have knowledge of Microsoft Office and Teams
• Support the Sales, Implementation, and Account Management teams. This may include, and is not limited to, training of users, demos, updating client configurations, etc.
• Any and all other duties relating to the drug screening process or deemed necessary by Management

Remote Work Qualifications

• Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
• A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection.
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
• The desire and ability to work and communicate with other team members via chat, webcam, etc.

Qualified Candidate Required Essential Skills and Experience

• High School Diploma or equivalent
• Positive outlook and a desire to go above and beyond the call of duty
• Experience in support/client/customer service is an office environment is essential
• Exhibited effective and courteous communication by phone, email, or in person through strong verbal and written communication skills, including grammar and spelling
• Demonstrated record of successful outcomes in handling difficult situations and customers
• Have a sense of urgency in your work and a high regard for attention to detail, accuracy and consistency
• Well organized, able to prioritize, and efficiently work under high volume conditions
• Demonstrated ability to manage multiple priorities and follow through on projects to completion
• Works well independently and takes the initiative to problem solve
• Ability to acquire and apply knowledge of company’s information technology, products and services
• MS Office Intermediate User - Advanced User a plus!
• Use of the Internet include use of multiple browsers and search engines – advanced experience required

Preferred Skills

• Support and knowledge of ClearStar’s platforms: Aurora, MIS Admin
• Previous experience as a ClearStar Medical Specialist - a plus!
• Previous SalesForce software experience a plus!
• Knowledge of Personally Identifiable Information (PII), the background screening industry, the Professional Background Screening Association (PBSA), the Fair Credit Reporting Act (FCRA) and/or other compliance regulations is helpful.

Education/Experience: Associates degree or higher preferred. One to two years related experience and/or training; or equivalent combination of education and experience.

Language Ability: Ability to read, analyze, and interpret general business periodicals, technical procedures, and/or governmental regulations. Ability to write reports. Ability to effectively present information and respond to questions from managers and co-workers.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to analyze and solve problems involving several concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have knowledge of ClearStar’s Microsoft Office Applications, live person chat capabilities, order processing systems, case management and database software.

Certificates and Licenses: Previous experience with internet programs required; previous experience in employment screening industry preferred.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low to moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus. While performing the duties of this job, the employee is regularly required to use hands; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to walk short distances.